JP5649575B2 - 複数の変数標準化スコアおよびシャドー待ち行列に基づく呼のルーティング方法およびシステム - Google Patents

複数の変数標準化スコアおよびシャドー待ち行列に基づく呼のルーティング方法およびシステム Download PDF

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JP5649575B2
JP5649575B2 JP2011525099A JP2011525099A JP5649575B2 JP 5649575 B2 JP5649575 B2 JP 5649575B2 JP 2011525099 A JP2011525099 A JP 2011525099A JP 2011525099 A JP2011525099 A JP 2011525099A JP 5649575 B2 JP5649575 B2 JP 5649575B2
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caller
agent
data
computers
linear combination
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JP2012501587A (ja
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ジア チシュティ，
ジア チシュティ，
クリス ダブリュー． ジョーンズ，
クリス ダブリュー． ジョーンズ，
エス． ジェームズ ピー． スポティスウッジ，
エス． ジェームズ ピー． スポティスウッジ，
ランドール レイ スチュワート，
ランドール レイ スチュワート，
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サットマップ インターナショナル ホールディングス リミテッド
サットマップ インターナショナル ホールディングス リミテッド
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Priority claimed from US12/202,101 external-priority patent/US8644490B2/en
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce

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  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Strategic Management (AREA)
  • Finance (AREA)
  • Economics (AREA)
  • Development Economics (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Accounting & Taxation (AREA)
  • Theoretical Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
JP2011525099A 2008-08-29 2009-08-19 複数の変数標準化スコアおよびシャドー待ち行列に基づく呼のルーティング方法およびシステム Active JP5649575B2 (ja)

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
US12/202,091 US8718271B2 (en) 2008-01-28 2008-08-29 Call routing methods and systems based on multiple variable standardized scoring
US12/202,091 2008-08-29
US12/202,101 US8644490B2 (en) 2008-08-29 2008-08-29 Shadow queue for callers in a performance/pattern matching based call routing system
US12/202,101 2008-08-29
PCT/US2009/054352 WO2010027671A2 (en) 2008-08-29 2009-08-19 Call routing methods and systems based on multiple variable standardized scoring and shadow queue

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JP2012501587A JP2012501587A (ja) 2012-01-19
JP5649575B2 true JP5649575B2 (ja) 2015-01-07

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EP (2) EP3373569B1 (xx)
JP (1) JP5649575B2 (xx)
CN (3) CN102273185B (xx)
AU (2) AU2009288509B2 (xx)
CA (3) CA2735443C (xx)
ES (2) ES2910599T3 (xx)
HK (1) HK1214438A1 (xx)
HU (1) HUE038623T2 (xx)
MX (1) MX2011002272A (xx)
NZ (1) NZ591486A (xx)
PT (1) PT2338270T (xx)
TR (1) TR201808145T4 (xx)
WO (1) WO2010027671A2 (xx)

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